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REPLAY AND ANALYSIS functions are handled through Personal Assistant™ and Aspire QMS™.
PERSONAL ASSISTANT™ is the primary user interface for SYMPHONY™. It enables the user to perform various activities including sophisticated media replay and analysis, status monitoring and system administration tasks; all of which are presented in a consistent manner regardless of media type. Personal Assistant™ is a real-time application which means that when a user is logged on, they are dynamically presented with new recordings as they occur, providing they have the appropriate access privilege.
ASPIRE QMS™ takes reporting and analysis to a new level in contact centre environments, where consolidated scores of agent activity can be used for staff training, quality improvement and business analysis. Flexible scoresheet creation together with comprehensive reports and dynamic drill-down capabilities make Aspire QMS™ an invaluable tool for organisations who need to optimise their call handling operations.
